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Reservation Agent

2 weeks ago

Kuala Lumpur, Malaysia THE KUALA LUMPUR JOURNAL HOTEL Full time

**Duties and Responsibilities**
- On a daily basis, review rates, packages, and promotions to ensure familiarity.
- Be familiar with all aspects of the property, including room types, restaurants, pool, spa, and other outlets and facilities, as well as locations and hours of operations.
- Identify callers’ needs through probing questions and active listening.
- Accommodate the needs of guests with disabilities.
- Sell rooms by emphasizing quality and features rather than price; take all opportunities to upsell.
- Make reservations in property management system or manually if necessary.
- Confirm reservation information to guest before ending call.
- Offer and reserve special requests, such as room floor and location, connecting rooms, sharewiths, cribs, rollaways, etc.
- Use flags for future changes to guest accounts.
- Cancel reservations according to policy, ensuring guests are informed of any penalty.
- Place guests on waitlist as needed.
- Set up group files, master, and billing for group reservations.
- Enter group rooming lists.
- Maintain positive and professional communication with all.
- Provide recognition to others, including co-workers, supervisors, managers, and directors.
- Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
- Ensure a healthy and safe work environment for co-workers and guests.
- Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
- Promote property outlets to guests.
- Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
- Resolve guest complaints using property procedures.
- Create a positive environment in which you and co-workers have the ability to maximize their potential.
- Listen to comments, criticisms, and feedback from guests, co-workers and managers to gain an understanding of strength and opportunity to improve personal/property performance.
- Work as a team, helping co-workers to complete the required activities that ensure we deliver Amplified Service.
- Participate in Sound Check meetings on each shift.
- Always smile and offer a warm greeting to all.
- Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make hotel unique.
- Take initiative to offer assistance throughout the property.
- Operate ethically to protect the hotel brand.
- Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
- Perform additional duties as requested by department managers and supervisors.
- Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
- Coordinate operations with other departments, as needed.
- Present a professional image to co-workers, guests, clients, owners, and investors.
- Review and develop guest history records to enhance personalized service for repeat guests.
- Maintain confidentiality of guest, co-workers, and company information.
- Respond to guest enquiries within 24 hours.

**Requirements**:

- Secondary school degree preferred and/or previous work experience in service for at least 3 years.
- Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
- Ability to read, comprehend, and write simple instructions, short correspondence and memos.
- Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
- Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
- Fluency in English: additional languages preferred years.
- Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
- Ability to sit for extended periods of time.
- Ability to make repeating movements of the arms, hands, and wrists.
- Ability to express or exchange ideas verbally and perceive sound by ear.
- Ability to obtain impressions through the eyes.
- Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
- Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds / 5 kilograms.
- Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

**Job Types**: Full-time, Permanent

**Salary**: From RM2,200.00 per month

**Benefits**:

- Free parking

Schedule:

- Day shift
- Monday to Friday

**Education**:

- Diploma/Advanced Diploma (preferred)

**Language**:

- English (preferred)
- Malay (preferred)